Business Travel Account Analyst

American Express; Kuala Lumpur; Hybrid; MYR 100,000 - 150,000; Full time

Job summary

A leading financial services company in Kuala Lumpur seeks a professional to manage overdue client accounts. The role involves contacting clients for settlements, providing exceptional service, and ensuring targets are met. Candidates should have strong communication skills, a problem-solving mindset, and the ability to work under pressure. Benefits include a competitive salary, bonus incentives, and comprehensive health coverage.

Benefits

Competitive base salaries

Bonus incentives

Comprehensive medical, dental, vision benefits

Flexible working model

Career development opportunities

Qualifications

• Proven experience with negotiating/problem solving.
• Ability to identify and act on issues impacting customer experience.
• Required languages – English; Cantonese/Mandarin advantage.

Responsibilities

• Contact clients with overdue accounts to secure settlements.
• Deliver exceptional service via phone and email.
• Monitor and prioritize workflows to meet targets.

Skills

Excellent written and verbal communication

Strong organizational skills

Self-sufficient and self-motivated work ethic

Analytical and problem-solving skills

Ability to work under pressure

Job description

At American Express, our culture is built on a 175-year history of innovation, shared values and Leadership Behaviors, and an unwavering commitment to back our customers, communities, and colleagues. As part of Team Amex, you'll experience this powerful backing with comprehensive support for your holistic well-being and many opportunities to learn new skills, develop as a leader, and grow your career.

Here, your voice and ideas matter, your work makes an impact, and together, you will help us define the future of American Express.

How will you make an impact in this role?

• Responsible for contacting clients with overdue accounts to secure the settlement of the account. Also they do preventive work to avoid future overdues with accounts that have a high exposure.

• Ensure all Commercial Clients receive Global Servicing Network Customer Service, processingorganizational/client enquiries regarding BTA products and services for the Singapore and Hong Kongmarket.

• Liaise with clients via phone and email to deliver exceptional service embracing the servicing ethos,Relationship Care.

• Monitor and prioritize workflows to ensure targets and service standards are met.

• Build expertise in reconciliation process and payments and conduct ongoing training with clients.

• Regular client contact via email/phone to check understanding of the reconciliation process andpayments are arranged on time.

• Following up with re-educating clients that are late in submitting payment.

• Build subject matter expertise and knowledge by proactively engaging in production service delivery

• Timely and responsive reaction to customer queries with other Amex business units and developrelationship networking for the long-term benefit of the client.

• Escalate relevant relationship issues to Senior and Team Leader.

• Always observe privacy act when dealing with customers.

• Ensure set of aging, quality and productivity targets are met.

Preferred Skills:

• Excellent written and verbal communication, listening and probing skills

• Self-sufficient and self-motivated work ethic,

• Strong organizational skills and ability to work as part of a team to achieve goals

• Proven experience with negotiating/problem solving

• Ability to work within a busy and demanding team environment

• Strong interpersonal and networking skills

• Commitment to the highest level of customer service.

• Analytical and problem-solving skills

• Ability to identify and act on issues which may impact this customer experience

• Ability to manage own priorities

• Ability to maintain composure under pressure in a demanding environment

• Required languages – English. Cantonese / Mandarin will be an advantage

• Delivers to our customers and shareholders

• Works well in teams and co-operates across departments

• Builds and leverages relationships

We back you with benefits that support your holistic well-being so you can be and deliver your best. This means caring for you and your loved ones' physical, financial, and mental health, as well as providing the flexibility you need to thrive personally and professionally:

• Competitive base salaries
• Bonus incentives
• Support for financial-well-being and retirement
• Comprehensive medical, dental, vision, life insurance, and disability benefits (depending on location)
• Flexible working model with hybrid or onsitearrangements depending on role and business need
• Generous paid parental leave policies (depending on your location)
• Free access to global on-site wellness centers staffed with nurses and doctors (depending on location)
• Free and confidential counseling support through our Healthy Minds program
• Career development and training opportunities

Offer of employment with American Express is conditioned upon the successful completion of a background verification check, subject to applicable laws and regulations.